Discover our hospitality consulting services and learn how to transform the management of your operation with greater efficiency, control, and intelligence.
marQ Performance +
Specialized Support Program for Operational Performance Recovery.
Purpose: To support hotels with RPS, NPS, and guest journey metrics falling below expected standards, focusing on stabilizing operations and increasing productivity, quality, and guest satisfaction.
Turn around underperforming situations through strategic and operational actions, strengthening standards, reducing waste, and fostering continuous improvement.
Three-month monitoring period.
Analysis of operational and quality KPIs.
Root cause diagnosis.
Comparison against internal and market benchmarks.
Field observation, interviews, and team behavioral analysis (2 options: on-site or online).
Development of an Operational Recovery Plan.
Weekly/bi-weekly monitoring with executive reports.
Applicable to hotels of all sizes that need to restructure routines, train teams, adjust processes, and improve critical indicators.
- Redução de retrabalho e inconsistências.
- Melhoria da produtividade em HK, FO e Manutenção.
- Aumento da pontuação em plataformas de reputação online.
- Operação mais estável e confiável.
- Indicadores de performance acima da meta estabelecida.
Immediate improvement in operational efficiency.
Team training and engagement.
Increased guest satisfaction.
Solid foundation for sustainable growth.
It can be integrated with marQ Housekeeping Manager, marQ Room Check, and other modules to track metrics and results digitally.
Monthly or quarterly, depending on the recovery cycle defined with the client.
Comprehensive diagnosis.
Recovery plan.
Weekly/bi-weekly reports.
Before-and-after indicators.
Log of non-conformities and action plans.
Final executive dashboard.
Review of Operational Processes
Operational Process Review.
Purpose: To ensure that all operational routines function with maximum efficiency, standardization, and safety, eliminating waste and enhancing the guest experience.
Rebuild critical workflows to make them more agile, productive, and sustainable, and aligned with hospitality industry best practices.
Comprehensive process mapping ("as-is").
Direct observation, interviews, and field measurements.
Identification of bottlenecks, rework, and opportunities.
Application of Lean Service and Kaizen methodologies.
Process redesign ("to-be") with clear flowcharts.
Standardization via SOPs, checklists, and responsibility matrices.
Team training for the new routine.
Housekeeping, Occupational Health and Safety, Front Office, F&B, Maintenance, Purchasing, Finance, Governance, HR, and integration between operational and administrative areas.
Shorter, more efficient processes.
Reduction of errors, delays, and inconsistencies.
Increased productivity and better task distribution.
Greater clarity regarding roles and responsibilities.
More sustainable and secure operations.
Reduced reliance on individual talent.
Reduction of indirect costs.
Creation of a reference library for stakeholders.
Designation of those responsible for updates.
Significant improvement in the guest experience.
Automation recommendations using marQ modules.
Adaptation of digital workflows to the redesign.
Continuous efficiency monitoring via dashboards.
One-off project with monthly or quarterly follow-up.
Comprehensive technical assessment.
"As-is" and "to-be" workflows.
Revised SOPs.
Operational checklists.
Implementation plan.
Final executive report.
Guest Value Management
Internal Guest Recognition and Loyalty Program.
Purpose: To build a strong culture of hospitality and attention to detail, strengthening the guest’s emotional and relational experience with the brand.
Develop the team's ability to identify needs, personalize service, and create memorable moments throughout the guest journey.
Diagnosis of the current hospitality culture.
Behavioral training focused on perception and empathy.
Creation of internal campaigns and recognition boards.
Definition of key moments in the guest journey.
Implementation of "delight" practices.
Monitoring via satisfaction metrics and online reputation.
All areas with direct or indirect contact points with the guest.
Increase in NPS and OTA ratings.
Improved internal communication and a culture of collaboration.
Higher customer retention and loyalty.
Competitive differentiation.
Support in defining the investment for this purpose.
Employee engagement.
Reduction of recurring complaints.
More welcoming and human environments.
Ongoing program with monthly evaluations and quarterly cycles.
Initial assessment.
Customized internal campaign.
Visual materials and guides.
Comprehensive training.
Monthly improvement metrics.
Quarterly executive report.
New Employee Onboarding (Practical Know-How) / Retention
“Saber Fazer” (Know-How) Operational Onboarding Program and Initial Retention Strategies.
Purpose: To accelerate the development and integration of new employees, ensuring behavioral and technical alignment from day one.
Reduce turnover and ensure that new employees quickly acquire the competence and confidence needed for operational excellence.
Structured onboarding pathway.
Cultural training (mission, values, etiquette, and professional demeanor).
Role-specific technical training.
Weekly practical assessments and mentoring/tutoring support.
Implementation of engagement and recognition tools.
Retention interviews at the 30, 60, and 90-day marks.
All operational and administrative sectors.
Significant reduction in turnover within 90 days.
Increased employee confidence and autonomy.
Improved integration between teams.
Better-prepared and more engaged professionals.
Reduced costs associated with terminations and re-hiring.
More stable and predictable operations.
Ongoing program for new hires, with 90-day follow-up.
Customized onboarding path.
Training materials.
30-60-90 day follow-up plan.
Technical assessments.
Final certification.
Retention report.
Product/Service Audit – Mystery Shopper
Product/Service Audit – Mystery Shopper.
Purpose: A strategic tool for evaluating the customer experience, designed to impartially measure the quality of service provided and adherence to standards defined by the organization. It assesses the actual customer perception in a confidential, technical, and structured manner, verifying the alignment between standards and the expected experience. The goal is to translate qualitative impressions into measurable data, enabling targeted interventions and sustainable improvements.
Promote continuous improvement and strengthen a culture of excellence by identifying best practices and performance gaps across various customer touchpoints. The goal is to support management in decision-making based on objective evidence and detailed performance reports.
The process is conducted by expert auditors acting as real customers (“mystery shoppers”) who use customized checklists tailored to the specific segment and the brand’s quality standards. The methodology evaluates technical, operational, and behavioral criteria based on standards established by the hotel or brand (covering areas such as housekeeping, compliance, ESG, and customer experience). It incorporates direct observation, photographic records, recordings, comparative analysis, and compliance indicators.
Applicable to hotels, hospitals, clinics, operational units, and service companies, it can encompass all stages of the customer journey—from initial contact to post-service. The model is scalable and adaptable to organizations of varying sizes and levels of complexity.
The audit reinforces the institutional commitment to ethics, transparency, and socio-environmental responsibility, contributing to the enhancement of corporate governance and ESG indicators. The method ensures the traceability of results, compliance with internal policies, and adherence to legal and regulatory guidelines.
Delivery of a strategic and operational view of the customer experience, featuring performance indicators, comparative charts, and trend analyses. The results enable the measurement of adherence to service standards and the prioritization of high-impact action plans.
Improved customer perception of value and satisfaction.
Strengthened culture of excellence and team engagement.
Reduction of reputational and operational risks.
Support for quality management and certifications.
Solid foundation for strategic decisions and corrective actions.
The result can be integrated with marQ’s digital modules (such as Room Check), centralizing evidence, reports, and action plans on a single platform.
Audits can be one-off, monthly, quarterly, or customized, depending on the client's needs and the ongoing monitoring plan. The recommended frequency aims to ensure an evolving view of results and to measure the effectiveness of the actions implemented.
- Detailed work plan:
- Objectives.
- Applied methodology.
- Checklist.
- Audit schedule.
- Periodic progress report.
- Completed digital checklist, photographic records, and qualitative observations.
- Consolidated report by unit, area, or service evaluated.
- Executive report with critical analysis and strategic recommendations.
- Indicators and compliance dashboard.
- Comparative performance charts, compliance ranking, and trend history.
- Impact analysis report and recommended action plan.
- Online access to results, interactive dashboards, and centralized records.
